SAS Customer Intelligence 360 – Turn Data into Experience

by Thomas Wieberneit | Jun 20, 2017 | Analysis, Blog

A while ago Angela Lipscomb from SAS got in touch with me to get me introduced to SAS’s concept of a Customer Decision Hub. Their Customer Decision Hub is a solution concept that shall allow organizations to derive insights and to trigger actions from interactions...

Customer Service – How to Turn a Poor Experience into a Positive One

by Thomas Wieberneit | Jun 17, 2017 | Blog

With mobile phones taking over our lives and conversational interfaces becoming ubiquitous there is certainly a new level of demand arriving at customer service centers. Customers do not accept a mediocre service experience anymore. With their smartphones they have...

AI and IoT at SAP – Yin and Yang

by Thomas Wieberneit | May 19, 2017 | Analysis, Blog

During the 2017 SAPPHIRE NOW conference SAP told the stunned audience about how they connected some dots to create better value and more intelligent business applications for their customers. In essence SAP lifted the veil on how the company will go ahead with two...

Experience requires Engagement – Are Companies Prepared?

by Thomas Wieberneit | May 4, 2017 | Blog

Today’s businesses are in a difficult situation. Their customers demand more experience and contextually relevant engagements than they are equipped to deliver. This places them on a difficult trail that they need to navigate in order to be and stay successful. Their...

CRM evolution 2017 – Customer Experience via AI

by Thomas Wieberneit | Apr 28, 2017 | Blog

Just on may way back from CRM evolution 2017 it is time for a little recap. The conference, once more chaired by CRM Grandmaster Paul Greenberg, was again co-located with sister conferences Customer Service Experience and Speechtek. Why there is a separate – and...